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    Business English Conversation Lessons - Customer Service

    Uploaded by

    Heidi Nel
    This document provides a lesson plan for teaching business English conversation skills related to customer service. It includes a warm-up activity where students share experiences with bad customer service. Key vocabulary is introduced such as types of customer service and customer service positions. Students then discuss customer service in small groups using 10 conversation questions that focus on issues like good and bad customer service experiences, outsourcing, and the challenges of working in customer service.

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    Business English Conversation Lessons - Customer Service

    Uploaded by

    Heidi Nel
    194 views3 pages
    This document provides a lesson plan for teaching business English conversation skills related to customer service. It includes a warm-up activity where students share experiences with bad customer service. Key vocabulary is introduced such as types of customer service and customer service positions. Students then discuss customer service in small groups using 10 conversation questions that focus on issues like good and bad customer service experiences, outsourcing, and the challenges of working in customer service.

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    This document provides a lesson plan for teaching business English conversation skills related to customer service. It includes a warm-up activity where students share experiences with bad customer service. Key vocabulary is introduced such as types of customer service and customer service positions. Students then discuss customer service in small groups using 10 conversation questions that focus on issues like good and bad customer service experiences, outsourcing, and the challenges of working in customer service.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    194 views3 pages

    Business English Conversation Lessons - Customer Service

    Uploaded by

    Heidi Nel
    This document provides a lesson plan for teaching business English conversation skills related to customer service. It includes a warm-up activity where students share experiences with bad customer service. Key vocabulary is introduced such as types of customer service and customer service positions. Students then discuss customer service in small groups using 10 conversation questions that focus on issues like good and bad customer service experiences, outsourcing, and the challenges of working in customer service.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 3

    Business English Conversation Lessons:

    Customer Service
    In this conversation lesson, students learn vocabulary related to customer service.
    Students then discuss the topic in small groups. Do the warm-up with your students,
    teach the vocabulary, and then have students do the conversation questions.

    Warm-up
    Start the lesson by asking students if they have ever been annoyed by bad customer
    service. Ask one or two students to share a recent experience with bad customer
    service.

    Then, have students guess the 10 most annoying customer service issues (according
    to a recent survey conducted in the United States). Give them a few minutes to write
    down their guesses before giving them the answers. [Answers according to
    Consumer Reports:  1) Can’t get a human on the phone  2) Salesperson is rude 3)
    Many phone steps needed 4) Long wait on hold 5) Unhelpful solution 6) No apology
    for unresolved problem  7) Can’t find store salesperson 8) Boring hold music or
    messages  9) Wait at counter or checkout  10) Wait for scheduled repairer.] Source

    Briefly get some feedback from the class about whether they were surprised by the
    results of the survey.

    Vocabulary
    Suggested terms to teach:

    Types of Customer Service:


    face-to-face customer service
    over-the-phone customer service

    Customer service positions:


    general customer service
    technical/tech support
    product sales support
    customer service representative (CSR)

    Additional terms:
    outsourcing
    call center
    customer service training
    customer base
    customer loyalty

    Conversation Questions
    1. Look at the results from the Consumer Reports survey. Which of the things
    mentioned bother you? Do you agree with the respondents of the survey? Do you
    have specific examples of any of these customer service issues? Tell your group
    about them. 

     2. Tell your group about the worst customer service experience you have ever had?
    What happened? Did you tell others about your experience? Do you still give that
    company your business?

      3. Tell your group about a really good customer experience you had. What
    happened? Did you tell others about your experience? Are you a loyal customer of
    that company?

     4. According to a recent study, Americans tell twice as many people about a bad
    customer service experience than they do about a good customer service
    experience. Does this surprise you? Do you tell people about your bad customer
    service experiences? Do you tell people about your good experiences?  What do you
    talk about more, good customer service experiences or bad customer service
    experiences?  Source

     5. According to the same study, Americans are willing to spend an average of 13%
    more with companies they believe provide excellent customer service. Are you willing
    to spend more money at places that have good customer service but higher prices
    than their competitors? Tell your group why or why not.

     6. How do you think face-to-face customer service is different from over-the-phone
    customer service? Are there certain skills needed for face-to-face customer service
    that are not needed for over-the-phone customer service?

     7. What do you think is the most important quality for a customer service
    representative to have? Why?

     8. For companies, what are the pros and cons of outsourcing customer service
    operations? Do you think companies lose customers due to bad customer service at
    outsourced call centers? What do you think are some things that companies need to
    think about before deciding to outsource their customer service operations?
     9. Have you ever been given something for free to make up for bad customer
    service? What was it? What happened? When do you think it’s necessary to give
    something for free to make up for bad customer service? 

    10. Do you think working in customer service is a difficult job? Why or why not? Have
    you ever worked in customer service?  What was it like?

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